Support Policy Page

Website: www.alulafragrances.com

Last updated: 30 October 2026

1. Order Processing

We carefully prepare each Al Ula Fragrances order for dispatch. Orders are generally processed within 1–2 business days after order details and payment (where applicable) are confirmed. Orders placed on Sundays or public holidays may be processed on the next business day. Processing may take longer during sales, festive periods, or when order verification is needed.

2. Shipping Coverage

We aim to deliver across India to PIN codes serviceable by our courier partners. Delivery availability is subject to courier coverage and shipping restrictions for the destination. If we are unable to deliver to your PIN code, we will contact you to discuss available options.

3. Estimated Delivery Time

Orders are generally delivered within 3–7 business days after dispatch, depending on the destination and courier service. Remote locations and periods of high demand may take longer. Delivery timelines are estimates and are not guaranteed; the latest tracking updates will provide the best available indication of delivery progress.

4. Shipping Charges and Offers

Applicable shipping charges, if any, will be displayed at checkout before payment is completed. Free-shipping offers may be available on selected orders or during promotions and will be governed by the terms shown with the offer. Please check your order summary before confirming your purchase.

5. Dispatch Confirmation and Tracking

Once your order is dispatched, tracking information may be sent to the email address or mobile number provided at checkout, by SMS, WhatsApp, or through the order page, depending on the services available. Tracking updates may take some time to appear after dispatch. Please keep your phone reachable and use the tracking link for delivery updates.

6. Secure Delivery and Recipient Availability

Please ensure that the shipping address, PIN code, recipient name and contact number are accurate. A recipient or authorised person may need to be available to receive the parcel. Where the courier requires an OTP or delivery confirmation, please provide it only to the authorised delivery agent at the time of handover. Never share an OTP with an unknown caller or pay an unexpected fee through an unofficial link.

7. Incorrect Address, Failed Delivery or Refused Parcel

If delivery fails because the address is incomplete or incorrect, the recipient is unavailable, or the parcel is refused, the courier may make another attempt or return the parcel to us. Address changes may not be possible after dispatch. If a parcel is returned, we will contact you about the next steps; any reshipping charge, if applicable, will be confirmed before a new dispatch.

8. Delayed, Lost, Damaged or Missing Orders

Delivery may be delayed by weather, public holidays, transport disruption, courier operations or other events outside our reasonable control. If tracking shows delivered but you have not received the parcel, or the tracking status has not updated for an extended period, contact us promptly so we can investigate with the courier.

If the parcel is visibly damaged, leaking or tampered with, take clear photos of the outer package, shipping label and product, and keep the packaging. Report the issue as soon as possible, preferably within 24 hours of delivery. An unboxing video may help us verify damage, leakage or missing items.

9. Missing or Incorrect Items

Please check your order after delivery. If an item is missing or you received a different product from the one ordered, contact us promptly with your order number and clear photos or video of the parcel and its contents. We will review the claim and advise on an appropriate resolution in accordance with our Return & Replacement Policy and applicable law.

10. Cancellations, Returns and Replacements

If you wish to cancel an order, contact us as soon as possible. Cancellation may not be possible once the order has been packed or dispatched. For eligible damaged, defective or incorrect products, please refer to our Return & Replacement Policy. Nothing in this policy limits any rights available to customers under applicable law.

11. Contact Us

For shipping, tracking or delivery assistance, please contact us:

Al Ula Fragrances

Email: infoalulafragrances@gmail.com

Phone: +91 96506 63642

Location: Delhi, India

Website: www.alulafragrances.com

Before Publishing: This professionally structured draft is informed by common practices used by established fragrance retailers. Confirm that the stated 1–2 business day processing time, 3–7 business day delivery estimate, tracking channels, and complaint guidance match your actual operations. Update any detail that is not accurate. This policy is not affiliated with or copied from another brand.